At leading companies, enterprise service delivery is much more than shared services. To thrive in the new normal, companies need :
- A service delivery model that considers where and how work can be performed most cost-effectively
- An organisational concept designed to increase resilience while enhancing the customer experience
- A multifunctional, centrally governed team focused on improving end-to-end business processes.
Three key imperatives exist for next-level enterprise service delivery:
1. Deliver capabilities as a service
When critical capabilities are produced and delivered through a shared-services structure, they can be scaled and leveraged to greater effect.
2. Drive digital transformation
Many data challenges can be addressed through targeted solutions that do not require a large-scale systems overhaul.
3. Enhance the customer experience
A deep understanding of customer needs, wants, and pain points is key to the centre-office concept.
As we sharpen our focus on digital transformation, we notice a number of levers that may prove beneficial at large scale.
- A one-stop shop frontend for customers can meet the service delivery functions.
- Standardised systems and processes are must-haves when shifting work quickly across business units and regions.
- Cloud-based reporting can allow users to access real-time information on demand from anywhere with an internet connection. Cross-functional collaboration tools and processes can help organisations make fast, well-informed decisions in a crisis.
- Automated work processes can sustain business operations even with a stringent workforce and workplace restrictions.